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Hoya's new(old) 3M Safety corporation, version 2.0 for windows...

Is anyone else enjoying the "new" level of service Hoya brought when they bought out 3M? I don't think I've ever been lucky enough to sit on hold for 20 minutes for a rep before (with 3M). And they seem to have achieved never before seen levels of ineptitude when it comes to figuring out warranty issues from old orders. It can't be just us. Is it just us???

Dorval, a suburb of Montreal in a park like environment on Lake St.Louis.

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the "new" level of service Hoya brought when they bought out 3M?.....................

Originally Posted by Uilleann

Is anyone else enjoying the "new" level of service Hoya brought when they bought out 3M? I don't think I've ever been lucky enough to sit on hold for 20 minutes for a rep before (with 3M). And they seem to have achieved never before seen levels of ineptitude when it comes to figuring out warranty issues from old orders. It can't be just us. Is it just us???

The ¥48.98 billionacquisition includes Performance Optics’ ophthalmic lens manufacturingbusiness, which includes polycarbonate, photo chromic, polarized and high indexeyeglass lenses, according to Tokyo-based Hoya.

To actually answer your question it has been bad for us too. Hopefully it's working out the kinks. Between Hoya and Davis too much of my time is spent on wait these days.

THANK you. ;)

It's been an issue we're seeing with increasing frequency. Was just interested to learn if others were seeing it as well on their safety contract work.

Originally Posted by peyes

Interesting feedback. We use a lot of (3M) Hoya Pentax safety frames and we have not had any problems yet. We order our product by email and simply contact our sales rep for any warranty replacements.

All of ours is contract work, and is typically faxed in when ordered. It's not been the order process per se, but more the length of time jobs are taking, weird processing issues, and particularly difficulty in getting warranty frame and lens issues resolved correctly or timely. That's all.

Oh. I understand the problem now. Yes on the contract side the turn around is a bit delayed. We actually make safety glasses for a number of plants so we are purchasing frames primarily although we are the go between for several. I detest depending on them or Davis to apply completed product. If something goes wrong the patient immediately assumes it is your fault.

I’m an onsite optician rep for Hoya. I understand the longer wait times for speaking to someone. I recommend you ask the next time you talk to someone to have them email you directly Incase you have anymore questions. Paul is the best person there to talk to. I’ve not had to call unless it was necessary for over two months now....we deal with all communication by email. Its so nice! Hope it helps

rt020908- maybe you could spill some light on why they HOYA safety division has such weird rules for their Wiley X wrapped frame. We had an issue where they told us the patient RX was out of reach. He had like a +3.00 -1.25. The basically told of anything of a +/- 4 they are able to do. They told me that you just add the two numbers together regardless of sign. When I tried talking to the person on the phone and explaining that it was possible to do that RX in a Wiley X frame, they weren't very helpful. Any reason why they won't process something like that? Thanks in advanced.

I will say that I agree Hoya has gotten a bit tighter on wrap/out of range orders. It is true that “total power” meaning sph + cyl= total power will give you the yay or nay of being able to process an order. What I would have done if that was my patient, is gone +2.75 -1.25 for a total power of 4 diopters in that frame, since wrap jobs do better in less plus anyway. I will also like to ad that since the merger, it seems that these new customer service employees are not as familiar with optical nor have an optical background, hence the fact that they tend to stick by the book on policy. Hope this helps

Unless they are digitally thinned with a lenticular Wiley X frames ALWAYS touch the eyelashes/eyes on plus jobs, I could see them being tight on them if they are ​NOT artifically making the ED of the RX portion of the lens smaller, like Wiley does. They just sit so dang close to the eyes. I use to think otherwise, I now realize I was wrong.

That being said - boy howdy am I glad I'm not dealing with 3M, I've been thinking about bringing them in, but all I hear is nightmares nowadays.